rostrvm simplifies web-to-call centre links
Woking (UK) – May 2009. Today’s consumer has a wide choice of
channels to learn about products and services with the internet
becoming a dominant first-point-of-contact for information. But when
the customer wants to learn more there is no substitute for
person-to-person contact.
For several years the rostrvm call centre application suite has
incorporated facilities to link web contact such as forms, call me
buttons and interactive quotation applications to the call centre.
These links deliver the information the customer has provided on the
web to the
call centre agent and rostrvm automatically calls the customer. The
agent is armed with relevant information and the call is made
productively.
Until now this integration has been specifically configured for each
call centre’s web site and call centre application. In order to
reduce the complexity rostrvm has introduced a simple POST/GET
interface. The new facility allows web sites to submit a
call request directly to the call centre system. This request also
contains the information the call centre agent needs to handle the
request.
Ken Reid, Marketing Director, Rostrvm Solutions commented “This new
development is another step in our strategic support for unified
multimedia contact. In recent years the call centre’s purpose has
changed from simple transactional activity to an environment where
your customers can make contact for a wide range of reasons and
through a variety of media. Our approach is to provide unified
multimedia support to the call centre and deliver proactive support
to the business to efficiently manage multiple contact points.”
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